managing live chat team


How to build, train and measure your customer service team for peak performance

The Ultimate Guide to Managing a Successful Live Chat Team

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Chapter 1

Intro: Build Your Dream Team

So you’ve decided to upgrade your customer service strategy with live chat. Congratulations!

To begin, you are going to need to build your dream team. But how can you tell who will treat your customers with kindness and compassion? Who will work diligently to provide them with the solutions and the support that your customers are looking for? And if you already have a call team, are they the right fit for live chat?

This first chapter will answer these questions and more, outlining how to build a live chat team that’s the envy of even the most revered customer service teams. You will learn:

  • The 15 must-have customer service skills to look out for when
    interviewing hiring, and evaluating live chat agents, and,
  • The key interview questions to ask to identify these skills.

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